Ideas and articles

Independent thinking, minus the theatre.

Notes on customer experience, product, technology strategy, infrastructure and turning useful ideas into real things.

Published ideas

Excellent customer experience

CX Series · Part 2 · Customer Experience

CX2 – Great customer experience and core building blocks

A practical look at the building blocks that make customer experience measurable, scalable and repeatable.

Good Customer Experience

CX Series · Part 1 · Customer Experience

CX-1: What is good Customer Experience anyway?

An introduction to how customer experience evolved from human interaction into a strategic digital discipline.

Hand marking a financial chart beside the words Maximizing ROI in IT Investments

Technology Strategy

The critical role of ROI in IT investment decisions

Why ROI should become a central part of IT budgeting, prioritisation and phased investment decisions.

Cloud and on-premises infrastructure

Cloud & Infrastructure

Cloud vs. On-Prem: Deciding the right infrastructure for your business

A practical examination of cloud, on-premises and hybrid infrastructure choices, including cost, control, scalability and lock-in.

Product design plan and sticky notes arranged across a whiteboard

Product & Entrepreneurship

Art of the Start

Reflections on turning ideas into useful products, beginning with purpose, audience, differentiation and real-world value.